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Claim Catastrophe Response - A Sales Opportunity? -

Claim Catastrophe Response - A Sales Opportunity? -. November 3, 2008. Catastrophe Response Model. Catastrophe Management and Response: Before. Temporary Staff. P&C Industry. Staff to normal claim volume Some additional property staff for modest events. Major Event Occurs. Consequences:

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Claim Catastrophe Response - A Sales Opportunity? -

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  1. Claim Catastrophe Response - A Sales Opportunity? - November 3, 2008

  2. Catastrophe Response Model

  3. Catastrophe Management and Response: Before Temporary Staff P&C Industry • Staff to normal claim volume • Some additional property staff for modest events Major Event Occurs Consequences: • Service issues • Lack of available experts • Vendor pricing issues • Inconsistent Outcomes Leakage Customer dissatisfaction

  4. Claim Notice/Inventory Personal Insurance +48% Notices +11% Inventory Business Insurance

  5. Claim Notice/Inventory PI CAT – IA Utilization 74%

  6. Workforce Mgmt – Expandable ERT GL WC Property 1 2 3 4 5 Auto Other Claim/Outside

  7. 2008 CAT Performance Days to Deployment • Speed to deploy • CAT 34 – American Airlines Days to Contact • Dual contact strategy • Proactive Customer Service Desk

  8. 2008 CAT Performance Days to Inspection • CAT 37 • Low frequency / high severity • Resource availability • CAT Team pre-staged Days to Resolution • Earlier inspections = earlier resolution (CAT 25, 27, and 37) • CAT 42 – High Severity Tornado • Resolution Desk – Catastrophe Center

  9. Hurricane Season

  10. Hurricane Ike Response • Houston Claim Center back online (270 Claim Reps) • Agency Response Team - 600 agents • Blue Roof tarp vendor • 50 Claim Reps to San Antonio • 100+ staff in CAT center • Countrywide contact strategy – 100% same day Saturday, September 13 Landfall Tuesday, September 16 Pre-Storm 5 CAT Vans CAT/ERT Team deployed Call Center ‘step plan’ = 325 Local advertising begins Monday, September 15 290 Claim Reps deployed to Houston 56 CCs to CAT Center

  11. Hurricane Ike Response • Houston Claim Center back online (270 Claim Reps) • Agency Response Team - 600 agents • Blue Roof tarp vendor • 50 Claim Reps to San Antonio • 100+ staff in CAT center • Countrywide contact strategy – 100% same day • 100 additional Field Inspectors Deployed to TX Saturday, September 13 Landfall Tuesday, September 16 Thursday, September 18 • As of October 22 • 100% Contacted • 92% Inspected • 81% Closed • 950 claim adjusters deployed • Add’l broad support for contact, loss intake, agent contact & expanded inside claim Pre-Storm 5 CAT Vans CAT/ERT Team deployed Call Center ‘step plan’ = 325 Local advertising begins Wednesday, September 17 Monday, September 15 84 Reps to Ohio 104 Reps to Indiana/Kentucky 10 Reps to Illinois 290 Claim Reps deployed to Houston 56 CCs to CAT Center

  12. Claim Catastrophe Response - A Sales Opportunity? - November 3, 2008

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